Sessions
4863 sessions, 88 canceled
CMDB Data Manager
The CMDB Data Manager in ServiceNow allows you to create, publish, and manage policies that automate and govern CI lifecycle operations, such as retirement, deletion, and archiving. It also helps manage stale CIs and CI certification processes, ensuring that the CMDB remains in a healthy and efficient operational state.
Consolidating the Service Portal experience with ServiceNow Employee Center
CVS Health will share their journey of consolidating disparate employee service portals into a single, unified colleague experience using ServiceNow Employee Center. This session will explore how they streamlined access to IT, HR, Procurement, and other departmental services, creating a one-stop shop for colleagues to find information, request help, and complete tasks. Learn how they leveraged Employee Center features like personalized dashboards, intelligent search, and knowledge base integration to improve employee satisfaction and drive adoption.
CRM solution-a-thon
Show off your skills in an interactive case study where you put your Customer Relationship Management (CRM) experience to the test! Immerse yourself in real-world scenarios of escalated implementations and collaborate to present solutions. Hear from SMEs about how your presentations measure up against the leading practices in the CRM space. Let's see who walks away with bragging rights for the best solution architecting!
UX: Research essentials to ensure user-friendly solutions
Laptop required: Want to enhance the usability of your solution designs, but don't know where to start? Join us for a hands-on workshop where you'll discover how to collect valuable user feedback to make your ServiceNow app, workflow, and playbook creations more effective, efficient, and enjoyable. We'll guide you through the entire process, from planning to analysis, and equip you with practical approaches and tools to start conducting your own user research.
Discovery Admin Workspace
Explore Discovery Admin Workspace which serves as a central location for monitoring, tracking, and completing discovery-related tasks. Experience a streamlined discovery process and greater efficiency with the integration of schedules, diagnostics, tuning, and more within this single workspace. (This is a new feature that will be replacing and consolidating legacy Discovery processes.)
Shell drives change by design
ServiceNow offers extensive code customization options, enabling developers to tailor the platform and modules to specific business needs. At Shell we developed processes and created a ServiceNow application to evaluate the need for customizations and to govern deviations to all modules on our platform and other software engineering domains. Over the last 5 years we have tracked over 500 use cases and have insight into all informed decisions we have taken and their consequences. This allows us to drive change by design and stay in control over our step-outs and technical debt.
Driving Global Impact: adidas's evolution to automated and efficient HAM
Discover how adidas built a comprehensive Hardware Asset Management ecosystem for 300K+ devices in 60+ countries. Unified request forms, automated lifecycle processes, and vendor integrations reduce manual effort and enhance visibility, empowering users, global decision-makers, service management teams, and 200+ agents. Their Hardware Asset Workspace centralizes operations, dashboards, and playbooks—cutting task time to under 30 seconds and improving data quality. See how process-driven automations propel their future-ready HAM framework, paving the way for strategic solutions and experiences.
Elevating our game: How we stood up a brand new SPM instance in 4 weeks!
Join us on an exciting journey at NTT Data Inc as we transformed Strategic Portfolio Management by launching a new ServiceNow instance in just four weeks! With over 150K users integrated through Okta, we prioritized user experience while streamlining processes. We gathered nearly 300 requirement stories, with 80% now live in production, and developed intuitive workspaces that enhance governance. This transformation is saving us hundreds of hours on manual reporting and maximizing our synergy value! Explore how collaboration and simplicity can lead to sustainable IT solutions, and get inspired to advance your own SPM journey.
Embracing HRSD in HR: AbbVie's blueprint for the future of work
Just as AbbVie pioneers innovative medicines and solutions, the company is also leading the future of work with HRSD and AI-led employee experiences. Join John Dudley, AbbVie's Associate Director of HR Digital & User Experience Strategy, as he unveils how HR delivered frictionless experiences for 50,000 employees across R&D, commercial, and operations. Get a glimpse into tomorrow's workplace as he shares their current successes and future plans for their AI-powered portal, search, journeys, and more. Don't miss this opportunity to see how an AI-powered Portal can elevate HR organizations like yours!
ERP modernization: Composable architecture with emerging technology
Apsen created its digital platform using composable ERP concepts to use emerging technologies such as generative AI and process mining. In just two weeks, with a partner in Brazil, it was able to develop a core business process: material transfer. The entire user experience was created using the ServiceNow App Engine, abstracting all the complexity of SAP and removing existing manual controls and interactions. Users now have a digitalized journey, which brought gains of around 50% in development, as well as greater flexibility and agility in customizations.
Event Correlation: A metrics-driven approach to successful implementation
Deliver a metrics-driven approach to Event Correlation implementation using: \-What-if scenario: Implement in a parallel system so show incident reduction and gain buy-in from stakeholders. \-Optimize Legacy Systems: Use Integrated AI and tag-based correlations to reduce incident noise by 23% across \~150 IT team members. \-Optimize Code: Replaced \~3000 lines of script with a modular, event-driven architecture that can be further leveraged for continuous improvement. \-Feedback loops: Built trust and collaboration with Operations teams to ensure correlation aligned with business needs.
Scale app creation without scaling your team: The power of AI and low code
Discover how to drive AI-powered application development across your business without adding to your team. In this interactive session, ServiceNow experts will guide you through evaluating your current platform adoption and developing strategies to safely scale application creation effectively. Gain actionable insights to meet backlog demands, streamline development processes, and empower your team to achieve more with current resources—preparing your organization for the future of enterprise app innovation.
Explore the Latest Features in ServiceNow Operational Technology Management
Join our interactive lab to experience the newest capabilities of ServiceNow's Operational Technology Management (OTM). Gain hands-on experience in enhancing visibility, minimizing downtime, and strengthening security across OT environments. Through guided exercises, you'll learn to discover OT assets, manage relationships efficiently. Perfect for professionals in industrial and critical infrastructure sectors, this session equips you with practical skills to leverage OTM for optimizing operations and mitigating risks.
Explore the vision and roadmap for Accounts Payable Operations
Join us for this engaging roadmap session to learn how we're delivering innovation that helps finance departments better manage accounts payable. You'll learn how we streamline the process, from simpler invoice ingestion to paying your suppliers accurately and on-time, as well as the longer term vision for deploying AI to assist accounts payable teams and others across the finance function.
From chaos to clarity: AstraZeneca’s evolution with ServiceNow SPM
Explore AstraZeneca’s journey from a heavily customized legacy ServiceNow platform to the streamlined NextGen Strategic Portfolio Management (SPM) solution. Learn how we addressed significant technical debt and enabled enterprise-wide visibility across a $800M IT project portfolio spanning 27 business units. Discover our current successes with roadmaps, change management, and get a glimpse into our future plans to expand SPM capabilities, including resource capacity management, scenario planning and rolling out transformative solutions beyond IT.
Fueling AI: Unlocking content and data to supercharge your Knowledge Base
Learn how the quality of content and data, or "grounding," impacts AI systems like LLMs, RAG, and knowledge graphs. Explore how effective grounding creates a dynamic knowledge ecosystem, improving AI relevance and decision-making. This session will show you how to leverage grounding within the ServiceNow ecosystem to transform your knowledge base into a strategic asset for continuous learning and better AI performance.
Gain deeper visibility into your software license usage with ServiceNow
Gain meaningful insights into the reconciliation results of Software Asset Management with the help of ServiceNow's newly introduced feature, License Consumption Explanation, and understand the calculations for your software licenses in the workspace.
Delivering Value with AIOps & Health Log Analytics via robust Event Management
Are you ready to harness the full potential of AIOps and Health Log Analytics? Join us for an engaging session for leaders and developers. Learn how to prepare for the future with AIOps and Health Log Analytics, ensuring your organization is ready for what's ahead. This presentation will guide you through building a robust AI foundation and the essentials of event management. Equip yourself with the knowledge to drive innovation and future-proof your organization. Don't miss this opportunity to quickly delivery value across your organization using these essential ServiceNow capabilities!
Global Service Desk - e-mail is dead, long live Virtual Agent!
HEINEKEN's Global Service Desk, serving over 100,000 users worldwide, has been on a transformative journey over the past five years. By embracing automation HEINEKEN has significantly modernised its service management practices and reduced manual efforts. The latest milestone in this journey is the bold decision to switch off email as a contact channel for support, resulting in a dramatic increase in self-service through the Virtual Agent. In this session, HEINEKEN will take you through the full automation journey, share the challenges and triumphs, and reveal the profound impact this change has had on the organization and user experience.
Unraveling the backbone: A deep dive into the GRC/IRM data model
Explore the data architecture of ServiceNow's risk and compliance apps to understand how they support Integrated Risk Management (IRM). We'll cover key tables like Control Objective and Entity Type, explain their interconnections, and show how they enable seamless risk assessments and policy enforcement. Expert facilitators will reveal table relationships and dependencies, offering insights to optimize configurations and enhance decision-making. Master the GRC/IRM data model to improve your organization’s risk and compliance strategies.
Health Log Analytics (HLA) bootcamp
Overview of HLA with implementation lab ingesting the instance glide log, testing the data input, and using log viewer to investigate log entries surrounding the anomaly.
How IBM is transforming 5000 users’ experience with Service Operations Workspace
Discover how IBM is revolutionizing its operations for 5000 ITSM practitioners, who support 250K end users, by introducing ServiceNow's cutting-edge Service Operations Workspace. Join us as we dive into the implementation process, benefits, lessons learned and future prospects of this product, offering valuable insights for organizations seeking to enhance their service management capabilities. Learn from IBM's transformative journey and stay ahead in the ever-evolving landscape of service management.
How Juniper drives employee experience and productivity with Now Assist for ITSM
Learn how Juniper has scaled their helpdesk, increased CSAT, increased first call resolutions (FCR), and reduced MTTR with the help Now Assist for ITSM. In this session, we will explore the following: 1\. Why Juniper chose Now Assist for ITSM 2\. How we reinvest the value created by Now Assist for ITSM 3\. Lessons learned and what’s next (AI Agents)
HR journeys: Enhancing employee lifecycle experience through automation
Gain meaningful insights into the HR Journeys process to explore the transformative employee lifecycle. Learn how automation can enhance recruitment, onboarding, development, engagement, and off-boarding. Discover how to maximize "moments that matter" and ensure employees feel valued throughout their tenure through the use of Journey Management suite of applications.
HRSD at Equinix: Innovative solutions for a world-class experience
Join the world’s leading digital infrastructure company to explore their transformative journey using HR Service Delivery on ServiceNow. Discover how Equinix improved case deflection, boosted customer satisfaction, and saved valuable time using design thinking, leveraging AI, and seamless Microsoft integration. By delivering experiences in the flow of work, employees are empowered with the right information and support when needed. Gain insights into these strategies and how Equinix is expanding beyond HR to create a unified employee experience and foster collaboration across the organization.
Accelerate value: Smarter learning for faster implementation
In today’s fast-paced business environment, organizations must equip their workforce with the right skills to maximize the value of ServiceNow. ServiceNow University offers tools to drive immediate learning impact, with microlearning enhancing retention and skill acquisition. This approach enables short, focused training, increasing engagement and unlocking pathways to ongoing learning. By leveraging microlearning and the new assignment tool, organizations can accelerate skill adoption, track progress, and drive faster value realization from ServiceNow.
Intermediate field configuration: What's not taught
Configuring form fields involves tasks like changing data in reference fields, making fields dependent without JavaScript, and allowing new records in reference fields. This session explores dictionary attributes, dynamic creation, dependent values, and other techniques to enhance your forms to professional standards.
Intermountain Health, creating a high-impact portal without technical debt
Join this session as we discuss how to create engaging, high-value portals, while avoiding the pitfalls of technical debt. This session highlights real-world insights, including Intermountain Health’s success in using rich content to enhance their portal experience while limiting overhead. Attendees will explore out-of-the-box (OOB) tools, best practices for content creation, and strategies to align portal design with organizational goals. Gain actionable techniques and hear success stories to keep complexity and development effort to a minimum.
Jumpstarting innovation: EY team's AI Accelerators for immediate impact
Explore the future of Intelligent Business Services (IBS) and learn how EY Team's AI Accelerators and practices can jumpstart innovation and drive rapid success for your organization. This session will enhance your understanding of the ServiceNow AI landscape through real-world examples of client projects using Now Assist and Agentic AI. Discover our proven phased approach to unlock AI's full potential. Engage with live demonstrations of our AI Accelerators and participate in interactive discussions for tailored insights that will elevate your AI experience on the ServiceNow platform.
Learn how LTIMindtree transformed its 7000 Projects’ end-to-end journey with SPM
Discover how LTIMindtree revolutionized the management of over 7000 projects by migrating to the scalable and flexible SPM solution. This unified platform has enhanced user experience, compliance, efficiency, and reporting, seamlessly integrating with 14 upstream and downstream systems. Learn how LTIMindtree facilitated key activities such as project audits, tracking quality metrics, leadership reviews, and providing real-time insights on a single system. Gain insights into critical success factors in the end-to-end project journey from creation to invoicing. Moreover, discover how LTIMindtree plans to leverage artificial intelligence (AI) in the future to drive even greater efficiencies, ensuring continued innovation and excellence in project management.
Making the best (and most) of learning resources for your organization
ServiceNow's Now Learning and University offer classes, content, badges, and certifications. This session will simplify these resources, helping you use them for growth and team success. Learn to navigate the learning catalog, align learning paths with objectives, and use badges and certifications for development. Gain strategies for applying these tools toward individual and team growth. Ideal for customers, partners, admins, developers, and stakeholders. Turn learning into a competitive advantage and unlock ServiceNow’s potential!
Managing ServiceNow data privacy, DLP & SecOps in today’s enterprises
Data Privacy is today emerging as one of the corner stones of Cyber Security. Protecting the sheer volume of data coupled with the diverse locations and forms in which data is stored is the highest priority for CISOs globally. Compliance regulations are evolving to ensure data is protected and, in the event of a breach, swift response is needed to minimize data loss. The ServiceNow Data Privacy module is very effective to manage data privacy. Tight integration with SecOps helps enterprises have a seamless & Integrated DLP Incident management process and workflows to protect their firms.
Master CSM case types and service definitions for customer service excellence
Join our pre-conference training on optimizing customer service with Case Types and Service Definitions. Ideal for decision-makers, admins, developers, platform owners, and customer service pros, this session will teach you how to resolve customer issues efficiently. Learn to use case types for specific requests, extend base cases with tailored processes, and leverage service definitions to link products and services. Enhance satisfaction with streamlined case management and personalized solutions.
How KeyBank maximizes value with ServiceNow Impact
Join this session to discover how KeyBank has been using ServiceNow Impact to receive prescriptive guidance, improve project outcomes, and accelerate time to value. KeyBank will share tips, tricks, and best practices they’ve learned as they continue to optimize their digital transformation journey.
Startup Agility, Enterprise Power: Kenvue’s Unique Blueprint
At the beginning of 2023, Kenvue was presented with a unique opening; the opportunity to operate with the agility and greenspace of a start-up yet execute with the resources and experience of a $15 billion enterprise. By partnering closely with mature peers in ITSM and establishing common design principles, Kenvue was able to deliver a consolidated employee experience delivering enterprise services across HRSD, S2P and WSD. Leaning on our ITSM teams' experience we were able to accelerate our delivery, while taking advantage of cross-module synergies to deliver connected journeys.
How Hitachi Energy measures ServiceNow success
Learn how Hitachi Energy aligns IT operations with tangible business outcomes, ensuring IT initiatives, day-to-day actions, and supplier agreements directly support business goals. Discover their comprehensive KPI framework for driving measurable value across all departments, and gain insights into their approach to setting priorities, tracking performance, and fostering continuous improvement.
Navigating HR Employee Relations: Enhancing security and resolution strategies
This pre-conference training for HR professionals focuses on managing sensitive Employee Relations (ER) cases, emphasizing confidentiality and security. Participants will learn how to handle disputes, harassment claims, policy violations, and workplace issues, with best practices for investigations, mediation, and conflict resolution. Enhance your ER case management skills to foster a positive workplace culture and ensure a respectful environment for all employees.
Nine months to launch: Highmark Health's accelerated ServiceNow journey
Explore how Highmark Health achieved ServiceNow go-live in just nine months, from contract signing to successful deployment. We detail our year-1 successes, including implementation best practices and Dos and Don'ts. We detail our effective Organizational Change Management plan, which coordinated over 300 champions to drive adoption and ensured a smooth transition. Discover how we increased deployment velocity and reduced release times by over 50%. Finally, explore how our partnership with Impact Advanced and AI reshaped our future. This session may inspire your own solutions for tomorrow.
Now Assist - CMDB and de-duplication templates
Discover how to create and configure de-duplication templates in ServiceNow to efficiently remediate duplicates in bulk. Leverage Now Assist for CMDB to simplify the remediation process by using de-duplication templates to enhance data quality and establish a trusted CMDB as the foundation for ServiceNow products that rely on it.
Now Assist - Service Graph Connectors (SGC)
Explore Now Assist for Service Graph Connectors to identify and resolve issues within a Service Graph Connector faster, reducing manual effort and debugging time.
Now Assist - ITSM
Now Assist for ITSM Essentials introduces ServiceNow’s AI-powered tool for streamlining IT Service Management. Learn how Now Assist enhances service requests, incident resolution, and workflows with predictive intelligence, natural language understanding (NLU), and automation to improve efficiency and accelerate outcomes.
Now Assist - SecOps
Now Assist for Security Operations enhances situational awareness and empowers analysts with AI to identify threats and respond quickly, creating a more secure environment. This rapid response capability minimizes security breach impacts and ensures operational continuity. The lab provides a custom ServiceNow instance configured for Now Assist SecOps skills, including navigation & administration, Security Incident Summarization, Security Incident Resolution Notes, & Suggested Security Actions
Now on Now: Driving actual savings with EA and app rationalization
ServiceNow's Enterprise Architecture (EA) strategy goes beyond compliance to deliver real business value. In this session, we’ll show how we align IT with business capabilities using EA Workspace and diagramming tools. See how we leverage CMDB and IT workflows for app rationalization—streamlining applications, cutting costs, ensuring compliance, and mitigating risks while driving innovation.
Now on Now: Supercharging Major Incident Response with Automation and AI
Customer security incident management at a SaaS company poses unique challenges, especially in making rapid, risk-based decisions and assessing exposure at scale. Join us to hear about ServiceNow’s latest approach to incident detection, response, and recovery using automation-driven workflows, transparent data sharing, and agentic AI. We'll walk through our own zero-day vulnerability response and how we use our platform via MSIM, CSM, Security Incident Wrap-Up Agent, and VCC app integration to enable swift, resilient responses to major security incidents.
Now on Now: How we deliver touchless order processing and collections with agentic AI
At ServiceNow, we are transforming our order processing and collections to make these Global Business Services (GBS) operations completely touchless. This session will highlight how we successfully integrated ServiceNow-powered AI, GenAI, and agentic AI into these critical processes, empowering our users to perform their tasks with unprecedented ease and efficiency.
Now on Now: GenAI and the connected employee experience
At ServiceNow, our HR operations team leverages GenAI to create a more efficient, user-friendly HR environment. In this session, we’ll demonstrate the transformative impact of AI on employee engagement and support.
Now on Now: Mastering misconfiguration remediation
In the current threat landscape, proactive identification and remediation of misconfigurations are crucial for maintaining a secure environment. This session delves into how ServiceNow manages security on over 30,000 of our own internal instances. You'll learn more about how applications like Configuration Compliance and Security Center can help drive successful risk reduction.
Now on Now: Powering the autonomous network journey
ServiceNow empowers enterprise networks to self-manage, self-serve, self-heal, and scale effortlessly through intelligent automation and orchestration. We'll show you how automating ServiceNow's network operations and simplifying workflows creates a seamless experience, enhancing collaboration between users and IT teams and elevating user satisfaction and operational excellence.
Now on Now: Predictive escalations with machine learning
Machine learning and AI are critical to how ServiceNow delivers support experiences. All day, every day, our Support organization uses predictive models to proactively identify customers that need help. This session will focus on how one of these models, Predictive Escalations with Machine Learning (PEML), identifies data patterns to predict if a customer is at risk of escalation. We'll also cover how insights from PEML have improved our processes, products, operations, and training. Join us to learn how PEML has prevented hundreds of customer outages, and our plans for future improvements!
Now on Now: Reimagining software testing with human-AI collaboration
At ServiceNow, we use our own AI Agents to generate functional and automated tests and intelligently triage test results, significantly reducing manual effort, accelerating testing cycles, and enhancing test coverage. In this session, we'll show you how AI-powered agents streamline test generation and result analysis, making automation more efficient and scalable. Join us to explore the future of AI-driven testing and its impact on quality assurance.
